Subrata Gorai

  • Chief Executive Officer, Chief Operating Officer, General Manager, General Manager Operations, Director of Operations, Business Head, Brand Head
  • Sep 14, 2018
Full time Hospitality, Travel & Tourism Jobs

Personal Summary

Result-oriented General Manager with over 22 years of success contributing to stellar reputations of renowned international companies and expertise in complex, multi-unit, multi-million-dollar F&B operations, strategic planning, brand ideation and management, financial management and budgeting, franchisee management, new start-ups and project management. Solid record of leading, training, developing, motivating and fostering teams to maximize productivity. Proficient in navigating through fast-paced work environment, understand complex concepts, identify and solve problems, turn ideas into logical strategies, develop and implement SOPs and internal control procedures to improve operational efficiency, optimize productivity and customer satisfaction, maximize revenue potential, reduce operating expenses and increase bottom line while enhancing quality control and exceeding shareholder expectations.

Work Experience

General Manager
Aug 2017 - Keita Catering LLC, UAE (Brands : Jones the Grocer, DROP and Keita)

RESPONSIBILITY BRIEF –

  • Creating new concepts right from research, ideation, production to execution
  • Leading strong high-performing senior management talent to exceed benchmark
  • Key accountability of company P&L
  • Managing franchisees
  • Developing strategies to increase business profitability and achieve market leadership
  • Business Development. Develop annual operating plan and align all function heads and accountable for the sales & profit targets. Direct and coordinate organization’s financial and budget activities to fund operations, maximize investments and increase efficiency. Maximize asset value
  • Planning investment for new projects. Approving sites and BE & ROI fundamentals
  • Oversee day-to-day multi-unit, multi-million-dollar business operations. Developing and implementing SOPs and internal control procedures to maximize team productivity and operational effectiveness. Calibrate performance through balanced scorecard mechanism. Implementing corporate and/or brand standards & strategies relating to all aspects of operations
  • Conceptualizing & implementing sales & marketing plans in tune with the business plan, thereby achieving sales objectives and profitability
  • Managing HRM, staffing, recruitment, performance reviews, appraisal and mentoring
  • Imparting appropriate training & coaching on teamwork and management skills to enhance skills & motivational levels of teams to achieve break-through results
  • Reviewing & interpreting the market trends/ client feedback to attune business strategies
  • Reviewing financial statements, sales and activity reports, and assisting company accountants in the formulation of financial projections, budgets, internal reports and presentations. Analyzing performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  • ERP Implementation
  • Stake Holder Relationships
  • Leading strong high-performing senior management talent to exceed benchmark
  • Creating new concepts right from research, ideation, production to execution
  • Key accountability of company P&L
  • Managing Franchisees
  • Developing strategies to increase business profitability and achieve market leadership
  • Business Development. Develop annual operating plan and align all function heads and accountable for the sales & profit targets. Direct and coordinate organization’s financial and budget activities to fund operations, maximize investments and increase efficiency. Maximize asset value
  • Planning investment for new projects. Approving sites and BE & ROI fundamentals
  • Oversee day-to-day multi-unit, multi-million-dollar business operations. Developing and implementing SOPs and internal control procedures to maximize team productivity and operational effectiveness. Calibrate performance through balanced scorecard mechanism. Implementing corporate and/or brand standards & strategies relating to all aspects of operations
  • Conceptualizing & implementing sales & marketing plans in tune with the business plan, thereby achieving sales objectives and profitability
  • Managing HRM, staffing, recruitment, performance reviews, appraisal and mentoring
  • Imparting appropriate training & coaching on teamwork and management skills to enhance skills & motivational levels of teams to achieve break-through results
  • Reviewing & interpreting the market trends/ client feedback to attune business strategies
  • Reviewing financial statements, sales and activity reports, and assisting company accountants in the formulation of financial projections, budgets, internal reports and presentations. Analyzing performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  • ERP Implementation
  • Stake Holder Relationships

 

MILESTONES –

  • Conceptualizing and implementing new brands / concepts right from research and ideation
  • Set up of commissary (central processing unit) to meet product demand and consistency; significantly controlling cost and improving bottom-line profits by almost 10%
  • Franchising
General Manager
Mar 2014 - Aug 2017 Al Bayan Foods LLC, UAE (Brand : Chicking)

RESPONSIBILITY BRIEF –

  • Accountable for the key business deliverables in the UAE region
  • Lead an aggressive business growth in UAE and an aggressive development plan to spread across the country.
  • Strategy Planning
  • Accountable for company P&L. Manage profit and loss statements and accounts for costs and revenues. Allocate budget resources for supplies, equipment, marketing and personnel
  • Monitoring day to day regional operations; implementing brand standards & strategies relating to all aspects of restaurant operations. Leading company to growth through revamping systems and changing policies
  • Business Development strategy based on financial gain and customer satisfaction; identify new markets and customer needs
  • Plan human resource requirements with HR department to ensure selection is in line with the budgets and business standards. Manage performance reviews, appraisal and development plans
  • Providing corrective feedbacks, coaching & training to maximize employee capabilities and contribution at work
  • Planning and delivering CRMstrategies across the company encouraging customer retention and customer loyalty
  • Review, prioritize, plan and coordinate project developmentactivities; execute assigned projects within deadlines and budget. 
  • Planning and implementing sales, marketingand product development programs, both short and long term, targeted toward existing and new markets
  • Procurement & vendor management
  • Stake holder relations
  • Analysis of reports and MIS to review performance and monitor and measure productivity, goal progress and activity levels
  • ERP implementation.
  • Coach and guide franchisee management in terms of organizing, training, merchandising, marketing, operations and managing franchisees

 

MILESTONES –

  • Record vendor negotiation leading to food cost cutdown by 6%
  • Designing, developing and implementing standard operating system (SOPs) and internal control procedures for maintaining quality & hygiene standards, reviewing effectiveness, people development and performance review mechanisms and a balanced score card (BSC) mechanism to calibrate overall Implementing and streamlining the operation controls – COS, COL, Operations Manual and Audit Manual
  • Set up of commissary (central processing unit) to meet product demand and consistency; significantly controlling cost and improving bottom-line profits by almost 10%
  • Assessment, design and implementation of Call Centre for F&B delivery and CRM process; thus, increasing business continuity and improving bottom-line profit by 8%
Associate General Manager - Retail Hospitality
Mar 2012 - Jan 2014 GMR-DIAL, INDIA (New Delhi International & Domestic Airports)

RESPONSIBILITY BRIEF –

  • Accountable for the key business deliverables from the hospitality division which includes 63 food outlets (includes QSR, casual dining, fine dining, bars), 9 airline lounges, 9 snooze pods, 2 lounges with massage, shower & nap facility, a 93 room transit hotel and 5 staff canteens as measured by the Balance Score Card.
  • High volume revenue management
  • Oversee and manage day-to-day operations
  • Develop annual operating plan
  • Periodic business review with the concessionaires
  • Monitoring compliances and support business development
  • Strategic planning
  • Create marketing plans along with the marketing department and the concessionaires
  • People benchmarking & training
  • Coordination between concessionaires and support functions in order to increase sales & optimize profitability in the operating cycle
  • Business and category management.
  • Visual merchandising
  • New locations viability study and facilitator for proposal finalizations
  • Finalizing new store layouts and category grouping within the same
  • Leasing
  • Designing, developing and implementing SOPs and internal control procedures
  • Positioning IGI Airport in number 1 position in ASQ rating
  • Streamline the workflow and movement of passengers, by implementing “Theory of Constraints” concept to capture the potential revenue

 MILESTONES –

  • Implementation of the concept “Theory of Constraints” in domestic airports. An improvement methodology that uses GOAL Centric approach to IDENTIFY, EXPLOIT, SUBORDINATE and ALLEVIATE constraint in the system. Resulting in 14% sales growth quarterly
  • A member of the Airport Service Quality Committee, assigned with the task to make Indira Gandhi International Airport, New Delhi, the world’s number 1 Airport. After 3 consecutive year of 2nd position, it stepped up its position to number 1 rank in 2014 and retained the rank in 2015
  • Assigned a project to revamp the hospitality area of Indira Gandhi International Airport, New Delhi, by 2014, to compete with the evolving International Airports, through visual merchandising and category mix, and increase customer experience and build high revenue generating centres. This has reflected in the ASQ rating (number 1 rank in the world) and sales growth of 29% YOY
  • For the first time F&B outlets from New Delhi Airport shortlisted for FAB awards in the category reflecting “Sense of Place” and “Quick Service"
General Manager Operations (Heading Operations, Training, HR, Sales & Marketing and Call Centre)
Aug 2005 - Mar 2012 Dodsal Corporation Pvt. Ltd; Gamma Pizzakraft Pvt. Ltd; Great India Restaurant Company, INDIA (Brands : Pizza Hut & Orange Hara)

RESPONSIBILITY BRIEF –

  • Key accountability of company P&L
  • Strategic development of the brands within the UAE
  • Lead the expansion and openings of the new outlets
  • Manage all day-to-day administration and operations within budgeted guidelines and to the highest standards
  • Responsible for driving the business vision at the regional level with a focus on standard operating procedures; Customer satisfaction and team development’
  • Preserve excellent levels of internal and external customer service
  • Leading restaurants to deliver exceptional customer service with a focus on increasing sales and profitability by setting demanding yet achievable performance targets
  • Monitoring progress and targeting areas that have an opportunity
  • Hiring, training, developing and identifying potential candidates to drive the business
  • Establish targets, KPI's
  • Develops and implements plans that will motivate and recognize direct reports and/or indirect reports for their performance
  • Conducts and coordinates on-the-job training for associates, and ensures all associates receive basic skills training to perform their jobs
  • Responsible for strategic market planning
  • Create SOPs and internal control procedures
  • Identify customer needs and respond proactively to all of their concerns
  • Comply with all health and safety regulations
  • Report on management regarding sales results and productivity
  • Along with the operators and marketing team, create sales & marketing plans to drive sales and formulate offers and promotions to drive-in footfall
  • Accountable for Inventory management
  • Provide direct leadership to Sales & Marketing, Call Centre, HR and Purchase; while oversee and guide the support departments viz. Business Development, Projects and Finance
  • Provide leadership and direction, develop and implement business strategy, oversee business operations and manage internal and external stake holders, eventually leading to exceptional customer service, revenue management and profitability

 

MILESTONES –

  • Generating Highest revenue in Pizza Hut in a financial year, in both dine-in and delivery channels. Achieving a Record Sale in the country. 4 times breaking our own record of Highest Sales and Creating New Record in the country in just a month. Achieve “Same Store Sales Growth of 28%”, contributing the highest “Unit Contribution”, bringing down Team Turnover from over 100% to below 60% and Team Retention from 60% to over 80% in 6 months.
  • Designing, developing and implementing standard operating system (SOPs) and internal control procedures for maintaining quality & hygiene standards, reviewing effectiveness, people development and performance review mechanisms and a balanced score card (BSC) mechanism to calibrate overall Implementing and streamlining the operation controls – COS, COL, Operations Manual and Audit Manual
  • Recognized by YUM international for leading one of the best EDI restaurant globally in terms of service, product and build
  • Has helped franchisee to attain profitability, under my leadership, from the very first month
  • Attaining Cash Profit with highest UC 15% for PHD concept
  • Retained by YUM and recommended to lead a franchisee   
  • Assigned to open the First EDI (Enhanced Dine-In) concept in India with Pizza Hut
Assistant Food and Beverage Manager
Dec 1999 - Jun 2005 Royal Caribbean International, USA

RESPONSIBILITY BRIEF –

  • Manage all food and beverage outlet operations to the highest standards
  • Compliance with brand standards
  • Support and monitor the performance of the subordinate management level positions within the department
  • Closely monitors all financial transactions and the overall budget of the F&B department
  • Assist the F&B management team in determining the financial and rating targets
  • Monitor operating procedures for revenue enhancement opportunities
  • Be environmentally aware. Monitor the USPH and HACCP procedures
  • Direct the services and culinary aspects
  • Investigate and resolve culinary quality and service concerns and to continuously identify improvement opportunities
  • Manage guest queries in a timely and efficient manner
  • Review guest comments and audit comments to implement revisions and improvements; Responsible for all aspects of Service, Guest Relations and Supervision of Staff
  • Maintaining the decorum and tranquility of the service outlets
  • Making decisions and judgment calls
  • Recording production and operational data
  • Meet with subordinate managers to review the requirements of the day’s culinary schedule, international guest requirements and disseminates any other company related correspondence, notices, policies, procedures etc.
  • Recommending measures to improve procedures and employee performance to increase quality of services and job safety; Provide on-the-job training; Designing training modules
  • Interacting with HR and Training Managers to conduct “Need-based” training
  • Observes and evaluates employees and work procedures to ensure quality standards and service is met and conducting performance reviews; Disciplining and Inspecting; Preparing individual development plans
  • Incentivize team members to maximize sales and revenue
  • Adhere with Safety Officer and the Staff Captain to ensure that all safety standards and regulations are met according to the international standards
  • Performs general supervision and quality control of all food and beverage products and services offered and making sure the highest standards are met and the department exceeds customer’s expectations
  • Ensuring the best possible coordination and cooperation between the various departments thus providing outstanding quality of services to guests
  • Set departmental targets and objectives, work schedules and budgets, and policies and procedures
  • Develop menus with other members of food and beverage team
  • Accountable for inventory control

 MILESTONES –

  • While with Royal Caribbean International, restaurant operations always passed the Brand Quality Audit (Company’s Gold Standards) and United States Public Health Inspections with Green Light (90+/100)
Restaurant Manager
Jun 1996 - Nov 1999 Taj Group of Hotels, INDIA

RESPONSIBILITY BRIEF –

  • Smooth functioning of banquets, specialty restaurants & coffee shops to brand standards
  • Constantly monitored operating procedures for revenue-enhancement opportunities
  • Making decisions and judgment calls while performing daily duties
  • Drive sales to maximize budgeted revenue
  • Sales call to generate incremental revenue
  • Conduct communication meetings and briefings
  • Maintain exceptional levels of customer service
  • Manage guest queries in a timely and efficient manner
  • Review guest comments and evaluate guest satisfaction levels with a focus on continuous improvement
  • Work within budgeted guidelines in relation to food and payroll
  • Accountable for monthly stock takes & maintaining low inventory cost
  • Manage, train and develop the restaurant team
  • Conduct performance appraisal of subordinates
  • Responsible for ensuring high motivation levels and morale at the workplace
  • Planning staff requirements for the outlets and allocating jobs
  • Make duty rotas and assigned duties
  • Incentivize team members to maximize sales and revenue
  • Maintaining the hygienic conditions of the outlets and the adjoining areas.
  • Assist other departments wherever necessary and maintain good working relationships
  • Comply with hotel security, fire regulations and all health and safety legislation

 MILESTONE –

  • Selected by Taj Group of Hotels (4 out of 72 candidates) in the campus interview

Education

Certified Food & Beverage Executive
Jan 2005 - American Hotels & Lodging Association (AHMA), USA
Certified Hospitality Supervisor
Jan 2004 - American Hotels & Lodging Association (AHMA), USA
3 Years Diploma in Hotel Management & Catering Technology
Apr 1993 - Mar 1996 Institute of Advanced Management, Kolkata, INDIA
Higher Secondary
Apr 1990 - Mar 1992 S. E. Rly. Mixed Higher Secondary School (English Medium), Kharagpur - INDIA
High Secondary
Jan 1980 - Mar 1990 S. E. Rly. Mixed Higher Secondary School (English Medium), Kharagpur - INDIA